Refund and Return Policy

In compliance with applicable regulations and considering the characteristics of the products we sell, please note that items in the wine and spirits category are not subject to changes or returns at the consumer's discretion once the purchase has been completed.

However, in order to guarantee the satisfaction and safety of our customers, Casa Madero offers a replacement or refund process in cases where the product receives any damage attributable to the handling, shipping or order fulfillment.
You may file a claim within 5 business days of receiving your order for any of the following reasons:

Product different from what was ordered
Incomplete order
Damaged product (broken bottle, spill, damaged capsule, visible defects)

I. Procedure for filing a complaint

To begin the process, the client must send an email to marketingit@madero.com.mx and recepcion.mexico@madero.com.mx within the indicated timeframe, including the following information:

Customer details: full name and contact phone number.
Proof of purchase: invoice or receipt corresponding to the order placed in our online store.
Case description: brief explanation of the reason for the claim.
Photographic evidence:
- Photographs of the affected product, which must be sealed and without signs of partial or total consumption.
- Photographs of the original packaging and any visible damage related to shipping.

Failure to comply with the above requirements or submission outside the established deadline may prevent the claim from being processed.

II. Evaluation and resolution

Once we receive your request, our Customer Service team will conduct the corresponding review and contact you to inform you of the evaluation result.

If applicable:

a) Product replacement

When inventory is available, the following will be done:

Replacement of the damaged product,
Delivery of the missing product, or
The shipment of the product originally requested, as applicable.

b) Refund

If there is not enough inventory to provide an immediate solution, a refund will be issued for the amount corresponding to the product in question.
The refund will be issued to the same payment method used for the purchase, and the time it takes to appear will depend on the customer's financial institution.

III. Commitment to customer satisfaction

At Casa Madero, we value your trust. Our goal is to ensure that every order arrives in perfect condition and that any issues are handled promptly, transparently, and with the utmost care.
We are committed to providing you with a reliable, professional service that meets the quality standards that distinguish our brand.